KORDELL WOOTEN

● Manage 10+ tier 1 and 2 tickets per day and resolved them in a timely and cost-effective manner.

● Download and troubleshoot a variety of network and computer problems involving New World, NetMotion, and Sophos programs.

● Install and manage security programs on police computers to keep computers protected from malicious software.

● Provide remote troubleshooting using SCCM and Bomgar as well as onsite support to address hardware and software issues on Windows, Mac, and mobile devices for the entire police department of the city of Birmingham

● Utilize Active Directory and Microsoft Entra (Azure AD) to unlock accounts and change passwords.

● Initiate and Complete assigned projects for the Birmingham Police department to enable employees to work more efficiently and effectively.

● Coordinated with cross-functional teams to ensure seamless integration of new applications into the existing network infrastructure.

● Implement regular backups and disaster recovery plans, safeguarding against data loss from unforeseen events.

● Streamline troubleshooting processes, leading to faster resolution of connectivity issues.

● Collaborated with IT team members to develop comprehensive strategies for network upgrades and expansions.

● Provide training and support to clients on how to use new software and technologies, ensuring smooth adoption and increased productivity.
● Provide onsite and remote troubleshooting to address hardware and software issues on Windows, Mac, and mobile devices from 25+ medium to large different
companies.
● Sharing knowledge of resolved issues to enhance collaboration and problem-solving among the technical support team, leading to increased efficiency and faster resolution of customer issues.
● Collaborating with cross-functional teams to troubleshoot and resolve complex technical issues for clients, ensuring seamless operation and minimal downtime.
● Upgrade client Windows operating systems to current as well as regress them to previous operating systems depending on company needs and concerns.
● Troubleshoot network and hardware printer issues while setting up scan to email capabilities so clients can work more efficiently.
● Manage tier 1 and 2 tickets daily and resolved them in a timely and cost-effective manner which decreased ticket load and increased billable hours for the company.
● Utilize Active Directory and Microsoft Entra (Azure AD) to add/remove users, unlock accounts, and update user information as well as distribute Microsoft 365
licenses.
● Utilize RMM to add support/security tools to 150+ client computers which provided security, and made client computers more available for troubleshooting.
● Troubleshoot Microsoft app issues (Outlook, Excel, Word, Teams, OneDrive) on both Mac and Windows devices in a timely and cost-efficient manner.
● Disable devices and change passwords when offboarding a client to protect the security and integrity of the company.
● Utilize ConnectWise ticketing system to assign, document, and close tickets.
● Set up computers and tools needed for 150+ clients as well as transferred data for client efficiency and data integrity.
● Utilize NETExtender and SGN to set up work from home environments through VPN tunnel.

● Researched and stayed updated on the latest computer and phone technology advancements in the market and provide recommendations to improve the
company's hardware devices and equipment.
● Assisted in the installation and configuration of computer hardware and software for Conquistador Tech & Gaming's gaming systems.
● Used critical thinking to provide support for hardware devices including laptops, desktops, printers, and other peripherals to over 50+ clients.
● Assisted in managing and maintaining the inventory of computer and phone hardware devices, ensuring accurate records and efficient tracking of assets.
● Assisted in the development and implementation of new strategies for managing inventory and equipment, ensuring efficient utilization, and minimizing downtime
for Conquistador Tech & Gaming's computer and phone tech support services.
● Assisted in the evaluation and selection of new computer and phone hardware devices and peripherals to meet the evolving needs of Conquistador Tech & Gaming.
● Assisted in the identification and resolution of common hardware and software issues faced by customers, providing troubleshooting guidance and step-by-step instructions.
● Assisted in maintaining a clean and organized workspace, ensuring that all hardware devices and equipment are properly stored and easily accessible for Conquistador Tech & Gaming's computer and phone tech support services.
● Documented and kept concise records of each issue that comes in.
● Implemented and helped 3d printer builds to help company perform work more efficiently.
● Managed 10+ tier 1 and 2 tickets per day and resolved them in a timely and cost-effective manner.
● Assisted in the data transference on hard disk drives and solid-state driver from one device to another.

● Educated customers about proper care techniques to extend their devices'' lifespan after completing repairs successfully.